Customer Rage (Physical Expressions)
CRCustomer Rage (Physical Expressions)
6 items
2002
α .87
Free
Deffenbacher, J. L., & Swaim, R. C.
What it measures
A five-item scale measuring customer rage.
Response format
5-point scale
Scale items
- Made physical contact with a service employee in anger
- Tried to physically harm a service employee
- Threatened to do physical harm to the service employee(s)
- Tried to cause damage to the service organization’s property
- Threatened to damage the service organization’s property
- Respondents were asked to indicate how likely they were to engage in these behaviors after some service failure. The exact instructions and verbal anchors used
Full scale items shown. Always cite the original source when using this scale in research.
Usage notes & scoring
Convergent and discriminant validity evidence was provided by the original authors.
Citation
Deffenbacher, Jerry L., Rebekah S. Lynch, Eugene R. Oetting and Randall C. Swaim (2002), “The Driving Anger Expression Inventory: A Measure of How People Express Their Anger on the Road,” Behaviour Research and Therapy, 40 (6), 717–3.